Sophie Bélanger (CHE Project Manager, Abbott); Mélanie Audet (CHE Project Manager, Abbott)

Background

Literature demonstrated that effective patient — healthcare provider communication can play a major role into patient motivation to pursue professional recommendations. Oppositely, lacking professionalpatient communication skills may result in suboptimal patient satisfaction care and poor adherence.

Purpose and Methods

A Canadian needs assessment was conducted with 56 rheumatologists, 29 nurses and 8 patients that identified an unperceived communication gap between healthcare practitioners and rheumatic patients, leading patients misunderstanding the complexity of their disease and treatment resulting in non-adherence. Demand for customized programs enhancing communication skills reinforced a need for the development targeted learning strategies. (2 modules for MDs, 3 for AHPs). Developed by a Faculty Committee, the core of the program was build around the personality theories of the Swiss psychologist Dr Carl Jung using the Insights Discovery? model. Once the foundation was built, other patient communication material was integrated: patient learning styles, negotiation, contracting and assertiveness training. Case studies with intervention techniques were used to increase communication skills and knowledge. A certified coach facilitated the sessions. The program enhance communication competency as defined in the CanMEDS Framework. Measured outcomes incorporated: pre, immediate post and delayed-post evaluation model measuring intention to change using acquired skills, enhanced patient therapeutic relationship communication and shared responsibility in the process.

Results

While phase 2 is still in progress for the physicians thus far, 55% of Canadian Rheumatologists (n=181) and 80% of Allied Health Care in Phase 1 — 3 (n=80) actively participated. Summary verbatim from rheumatologists includes “direct impact on my practice’’, “Unique subject with major impact on our practice but also in everyday life ‘social skills’ an absolute Gem’’. The program has been included in 4 fellow curriculum programs.

Applications and Future Directions

Successful implementation and significant feedback lead to new identified needs to extended offering to a broader health care team audience in Rheumatology.

Funding Sources

Center for Excellence in CHE, Abbott